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Service Desk Support Analyst

Talent Software Services, Inc.

Roseville, MN(remote)

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JOB DETAILS
SALARY
$40–$45 Per Hour
SKILLS
Analysis Skills, Asset Management, Best Practices, Communication Skills, Computer Hardware, Computer Security, Computer Software, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Documentation, Endpoint Security, Establish Priorities, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Incident Response, Knowledge Base, Knowledge Transfer, Mac Operating System, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Devices, Mobile Operating System, Multitasking, People Management, Printers, Quality Management, Resource Leveling, Root Cause Analysis, Security Policy, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Leadership, Technical Support, Testing, Time Management, Trend Analysis, User Interface/Experience (UI/UX), VPN (Virtual Private Network)
LOCATION
Roseville, MN(remote)
POSTED
1 day ago

Description of Project

The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm.

At a high level, the resource will provide Service Desk Support for systems.

Tasks

  • Provide timely and consistent IT phone-based user support
  • Maintain high-quality end-user experience
  • Meet real-time service objectives (RSOs)
  • Ensure proper documentation and escalation of incidents and requests
  • Respond to incidents and service requests within defined RSOs
  • Document troubleshooting steps and resolutions
  • Escalate issues appropriately
  • Maintain knowledge base accuracy
  • Follow security and identity verification procedures
  • Provide knowledge transfer

Minimum Qualifications

  • High school diploma/GED with four (4) years' experience in Technical Support roles
    • An Associates degree substitutes for 2 years of experience
    • A Bachelor's degree substitutes for 4 years of experience

Desired Skills

  • Knowledge of computer hardware, software, and mobile device components.
  • Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
  • Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
  • Knowledge of Active Directory, Group Policy, and endpoint security tools.
  • Knowledge of ITIL best practices for incident and asset management.
  • Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
  • Skilled in prioritizing and resolving service tickets efficiently.
  • Skilled in communication and collaboration with users, technical staff, and management.
  • Skilled in analyzing and identifying trends or root causes of recurring technical issues.
  • Ability to identify potential IT security-related situations.
  • Ability to deliver high-quality, customer-focused technical support.
  • Ability to manage multiple priorities and meet deadlines in a dynamic environment.
  • Ability to adapt to evolving technologies and organizational needs.

About the Company

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Talent Software Services, Inc.